This is a list of questions our customers frequently ask and our answers to those questions. Please take a look at it if there is anything you are unsure of.
About reservations, paying for tickets etc.
Should I make a reservation?
It is necessary to make a reservation when arranging cruises for large groups (15 people or more) and private charter cruises.
Again, we are normally very busy at night, in the weekend and on public holidays. We recommend making a reservation if you will take a cruise at these times.
The cruise I wanted to reserve was shown to be full. Will additional tickets become available on the day of the cruise?
Even if your preferred cruise was shown to be full 1 day before its departure, 1 to 30 additional seats may become available because of changes to other reservations and which boats are used. Please come to our ticket center to check.
+From Apr. 1, 2026, it will become possible to buy tickets online up until 1 hour before departure.
+Please be aware that we do not accept requests by telephone, e-mail or message to have on-the-day tickets set aside.
Why is the cruise I want to make a reservation for not displayed?
That cruise may be full or cancelled. Please consider reserving seats on a cruise at a different time.
Do you have a waiting list for cruises that are full?
We do not. Please reserve seats on a cruiser at another time or wait and see if additional seats become available on the day of the cruise.
What should I do when I want to make changes to my reservation or cancel it?
+For cruises up until Mar. 31, 2026:
Please contact us by email or telephone.
+For cruise from Apr. 1, 2026 onwards:
Please click on the "My Page" link in the email we sent to confirm your reservation. You can make changes to your reservation there.
+Changes can be made through your My Page up until 1 hour before departure.
Why has there has been no response to the reservation/inquiry I made through your website?
We are sorry to keep you waiting. We normally start responding to reservations and inquiries in the order which they were received on the next day that we are open.
If you do not hear from us after 2 or more days, we ask that you please contact us by telephone (0134-31-1733).
+Please be aware that recently there have been a number of cases where we could not respond because of misspelt email addresses and junk mail filter settings.
Can I choose where I sit?
We are sorry, but it is normally not possible to choose seats. The captain will tell you where on the boat to sit.
Passengers are normally seated from the front of the boat in the order that they line up, but this may change due to passenger numbers, the boat‘s balance and so on. Again, please be aware that if the boat is full, you may be asked to share a seat with other passengers.
How can I pay for tickets?
The following payment methods can be used:
Online ticket sales:
- Credit card (VISA, MasterCard, JCB, UnionPay)
Over counter sales:
- Cash, credit card (VISA, MasterCard, JCB, UnionPay) and QR code (PayPay, Rakuten Pay, d Pay, au Pay, merpay, Yucho Pay, WeChat, AliPay etc.)
Can I arrange a private charter?
We run private charter cruises. To check how to make a reservation and prices, please see our website’s prices page.
Our staff are more than happy to help with birthdays, surprise marriage proposals and various other events, so please feel free to contact us.
When do I need to arrive?
The assembly time for each cruise is 15 minutes before departure. As there are preparations, please come to our ticket center and be ready to board by this time.
From buying ticket until departureeed to have paid and received tickets by this time.
Flow of boarding
About course changes, cruise cancellations and our cancellation policy
Will cruises run even if the weather is bad?
We will operate as long as it is safe to do so.
However, cruises may be cancelled if strong winds, heavy rain or snow, extremely high or low water levels or poor visibility make operating unsafe.
Normally we will decide at least 1 hour in advance if we can operate or not, but cruises may be cancelled with little or no prior notice because of sudden bad weather. Please check the Operating Status section of our website. We will update it as soon as we decide to cancel cruises.
+From April to November, disposable rain coats will be provided for free in the case of light rain.
Can I receive a refund if my cruise is cancelled after I have paid for tickets?
Refunds will be provided to passengers on cruises that we decide to cancel because of bad weather etc.
If you have bought tickets in advance online:
We will provide a refund through our website. You will receive an email once the refund has been processed. Please understand that when the refund is paid depends upon your credit card company.
If you paid for tickets at our ticket center:
Please come to the counter during operating hours that day. Our staff will check your tickets and receipt and provide a refund.
If you have made a reservation through a travel agent:
Please come to the counter. We will return your voucher. Please contact your travel agent directly to check if a refund will be provided.
Can I recieve a refund if I decide to cancel?
After tickets have been issued, it is not possible to changes to a cruise at another time. Again, we will not provide refunds when customers decide to cancel because of personal preference etc. This is to prevent unauthorized acts such as the buying out, resale etc. of seats on our cruises. Please reserve/buy seats on a cruise that you are able to take.
When and how will the course for cruises change?
The course our boats take may change because of strong winds, waves and high tides. Please refer to the maps below to see how the course may change.
Facilities
Do you have a carpark?
Yes. If you will come by car, please use our affiliated cark parks.
+Please understand that they may be full at times.
How to use:
When coming to our ticket center next to the Chuo Bridge, please bring the card received when entering the car park.
Present the card and your tickets to our staff. They will process the card so that you receive a 300-yen discount (free parking for 1 hour).
+During the Otaru Ushio Festival, affiliated parking lots will not be available for use.
Affiliated car parks:
Parking 1 and Parking 2 adjacent the International Information Center
View location on Google Maps
Inquiries: 0134-24-9477
Is it possible to go to the toilet during the cruise?
Our boats do not have toilets. If necessary, use the toilets at our ticket center or the public toilets nearby before boarding.
Can you look after my belongings while I am on the boat?
We are sorry, but we cannot look after your belongings. Please take them onto the boat with you, or use the lockers at the Otaru International Information Center (about 1 to 2-minutes walk away). Wheelchairs and prams can be stored in our boarding area.
+The boarding area is unmanned at times, so please be sure to keep valuable items on your person.
Is explanation available in languages other than Japanese?
Yes. We provide detailed audio guidance in English, Chinese and Korean.
All of the boats used for our regular cruises (Canal 2, Canal 3, Canal 5, Canal 6 and Canal 7) are fitted with audio guidance systems, and earphones are available for free.
+Explanation in Japanese will be provided by the captain.
Are your boats accessible by wheelchair?
We are sorry, but due of the design of our boats and boarding area, access by wheelchair is not possible. There are about 10 steps between the boarding area and jetty, and about 4 steps between the jetty and boat. If you can navigate these by yourself or with the assistance of the people travelling with you, you are most welcome onboard.
Can I bring my pet?
We are sorry, but pets are not allowed onboard.
+Guide dogs may come onboard when necessary.
Is there a space for changing nappies, feeding babies etc.?
There are no such facilities at our ticket center. Please use the facilities at the Otaru International Information Center (about 1 to 2-minutes walk away).
Can I eat and drink during the cruise?
You are welcome to consume snacks and both non-alcoholic and alcoholic drinks onboard.
+During the summer, you can buy Otaru Beer at our ticket center.
+For safety reasons, people who have had too much to drink will not be allowed to board.
Do I need to wear a life Jacket?
Yes. We ask all passengers, including preschool children to wear life jackets.
Again, we may ask for babies and infants too small to wear life jackets to be brought onboard in a baby carrier/sling.
+Please bring your own baby carrier/sling if you think it may be necessary.
Other questions
Are photographing, filming, live-streaming, broadcasting etc. possible?
Please refrain from live-streaming and other such acts while in the ticket center and boarding area and on our boats.
Again, when posting any photographs or videos you take to the internet, we ask that you consider the privacy of others, and personally take responsibility for the material you post.
What is the best time to take a cruise?
We think that there is no bad time to take a cruise.
If you want to enjoy taking photos of people or the scenery around the canal, we recommend day cruises. Again, we recommend night cruises, if you want to enjoy the canal's scenery at a quieter time.
As Otaru's port is faces east, you cannot directly see the sun set. However, cruises in the evening (during magic hour) are very popular. This is normally around the time of the last day cruise and first night cruise each day.
+As the time the sun sets can change from day to day, this may not always be the case.
At what time does the canal's light up start?
The gas-powered street lights around the canal and the lights illuminating the old warehouses on the banks of the South Canal turn on at or just before sunset. Please check the time the sun will set before visiting the canal.
How should I dress?
Spring (April and May)/Autumn (September to early November)
It can be cold after dark, so please bring a jacket.
Summer (June to August)
It can be very hot in the summer, so we recommend wearing light clothes. We also recommend bringing cold drinks, sun hats, sunglasses, sunscreen and other items the help prevent sunburn and heat stroke.
Winter (late November to March)
Although our boats are equipped with tents and heated seats, it can still be very cold. Please come prepared for sub-zero temperatures. We recommend wearing down jackets, winter coats, hats, gloves, scarfs etc.
How cold is it in the winter?
It can be very cold in the winter. Our boats are normally equipped with tents and heated seats from December to March, but we recommend wearing hats, gloves, down jackets and other clothing suitable for sub-zero temperatures.